House Of Pokies Casino - Player’s winnings from a bonus have been cancelled.

Signed up with 100% bonus.

Wager x35

Deposited $100

Played Larry the leprechaun and got $1399 from multiple features.

Played down and up and went to withdraw and found I still had to bet a further $23 AUD to do so.

Completed this and bet down to 1k.

Submitted and had approved all documents 05/05/2020

Was advised today that I had breached the bonus and will not payout and then re deposited the $100 with no bonus in my account.

They stated I breached by betting more than $25. Which I had not done on a single bet.

Dear Luke,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked promotional terms, and this is what I found:

"13. Players are allowed to place single bets lower than 20% of the total value of the Active Bonus credited and should not exceed 8 EUR, 8 USD, 8 AUD, 8 CAD, 80 SEK, 80 NOK (as applicable). Therefore, placing a bet of 8 EUR while there's an Active Bonus of 100 EUR in effect is considered acceptable practice. VIP players are allowed to place single bets lower than 30% of the total value of the Active Bonus credited and should not exceed 15 EUR, 15 USD, 15 AUD, 15 CAD, 150 SEK, 150 NOK (as applicable). Please note that your VIP level is defined by the casino's own discretion."

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

Luke, please could you forward your game history from the bonus play together with a link of the specific bonus that you have redeemed and played? My email address is kristina.s@casino.guru. Also, I would like to see the message from the casino, where you were accused of placing a bet higher than allowed.

Thank you in advance for your reply.

Best regards,

Kristina

Dear Luke,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.